About this role
The Technical Support Specialist Level II is part of inMusic's Customer Experience department and reports directly to the Regional Manager. This role answers customer inquiries through a variety of channels, including phone, e-mail, and web, with a strong focus on supporting DJ customers and products. The candidate will ensure an excellent customer experience to end-users and dealers, emphasizing building, restoring, and maintaining customer satisfaction. We are looking for a candidate who genuinely enjoys providing top-quality customer support and takes pride in helping customers get the best possible experience from their equipment. Resolve complex product inquiries that have been escalated from our Technical Support Specialists Provide multi-channel Technical Support to customers via telephone, chat, web tickets, social media, and e-mail, maintaining quality and response time within our established Service Level Agreements Process warranty claims for customers and dealers Author Technical Support FAQ entries, knowledge base entries Maintain expert-level knowledge of a specific product category liaising with Leads to effectively leverage customer feedback and service data to improve the quality of our products, services, and organization Communicate instructions, either verbally or in writing to end users and dealers Provide advanced support for DJ-focused products and workflows, including controllers, mixers, media players, DJ software, audio routing, firmware updates, and performance setup questions Translate real-world DJ use cases into clear troubleshooting steps, customer guidance, and internal feedback for product, service, and knowledge base improvements